VP Member Service Center

Northwest Federal Credit Union (NWFCU) is seeking a Vice President who will be responsible for leading the vision and strategy of our high-volume call center. This key leadership role is responsible for meeting and exceeding business objectives and ensuring consistent achievement of all operational metrics for our call center operations. The ideal candidate will have extensive customer care and management experience. The Vice President of Member Service Center will manage, inspire and motivate a growing team to ensure operational excellence, high employee engagement and service improvement is achieved.

RESPONSIBILITES

• Collaborate with senior leadership in setting and driving organizational vision and operational strategy designed to accommodate the sustained growth objectives of our organization
• Manage a large, distributed and fully remote team to support our goals of efficient and effective processes that produce positive member service outcomes
• Create strategic plans and recommendations to improve productivity while balancing service levels
• Manage teams and processes that improve forecasts and staffing plans; develop plans to address periods of increased call volume
• Manage overall operational and compliance performance to meet or exceed defined member service metrics
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Prepare departmental performance reports by collecting, analyzing, and summarizing data and trends
• Maintain and improve department operations by monitoring systems and process performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs
• Meet departmental financial objectives by estimating requirements, providing input on budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Builds strong collaborative relationships across functional areas within the organization
• Maintain professional and technical knowledge by tracking emerging trends in electronic services operations management, reviewing professional publications, and benchmarking industry leading practices
• Implement plans to introduce technology solutions to enhance the member experience and quality of work for employees
• Implement effective training, coaching and development plans to enhance member service representatives level of knowledge
• Lead by example, by maintaining high standards of excellence and sustaining a culture of high morale and engagement by developing comprehensive employee engagement plans
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

QUALIFICATIONS

• Associates degree or equivalent experience
• Minimum 10 years’ contact center experience in a financial institution
• Minimum 5 years experience leading large call center teams
• Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely